10 key benefits of salesforce field service for your company

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For many companies, the line between excellent and poor customer experience is based on the quality of the field services they offer. A satisfied customer will rate you with many stars, trust your company, and recommend you to others. That is why, today, a business's ability to generate successful customer experiences constitutes a strong competitive advantage.

Some of the most common field services are: equipment installation work, maintenance, repairs, sales, messaging, and general customer service. Behind every notification that a field service technician (called a mobile technician) receives on his mobile device, there may be a customer waiting for a quick solution. If a mobile technician from your company is able to solve a problem on the first visit, that will be something that the customer will really appreciate.

What is Salesforce Field Service?
Field Service Management or Salesforce Field Service is a italy whatsapp lead system designed to automate and optimize the work offered by field service workers (agents, dispatchers, mobile technicians). It is part of Service Cloud and ensures that no employee sacrifices functionality of the services they offer while working outside of an office.

You'll want to avoid mistakes and help your field service technicians do a good job. By implementing Salesforce Field Service Lightning, you'll be able to obtain significant benefits that will immediately be reflected in the increase in the efficiency of your services. In this article, we'll show you 10 of those benefits that we consider key for your business.

Mistakes that can be made in field service
Key benefits that Salesforce Field Service offers to your business
1- Offer solutions from any type of mobile device to service workers in the field.

Field Service is a cloud-based solution, so as long as you have internet access, regardless of the device used, your location or the number of users connected, you will be able to access all the features and data you are authorized to access. Data that will always be synchronized in real time.

If technicians do not have access to the Internet while working in the field, they can collect all the necessary information in the mobile application. After the connection is re-established, all the recorded data is synchronized with the Salesforce platform.

2- Automated, easy and more efficient administration of your field services.

With Field Service you can automate many tasks, such as scheduling appointments, preventive maintenance through automatically generated work orders, product requests, inventory management, generation of service reports, etc. This will reduce execution times and human errors.

In addition, through the chatter on the mobile app, technicians are in constant communication with dispatchers. This allows them to report any issues quickly so that they can be handled as quickly as possible.

3- Increased employee productivity in the field.

The vast amount of data collected with this software allows dispatchers to know in advance what tools and materials will be needed and what type of work will be performed at each appointment. This helps dispatchers choose the technicians with the best skills and ensure they have everything they need to meet customer demands from the first contact. In addition, access to reports from previous services allows them to predict solutions to problems, helping to reduce response times and offer a more proactive service.

All of the above contributes to improving the indicators and objectives of the company's support area, by optimizing the distribution of territories, schedules, routes, skills and availability.

Salesforce Field Service Interface
Salesforce Field Service Interface. Source:Salesforce.com.
4- Optimize inventory management.

It ensures better control over company resources and facilitates the transfer of products between locations. It also manages records of inventory returns or repairs and allows tracking of inventory and stock in vehicles that supply technicians with everything they need to do their work at any location.

5- It enables real-time visibility of all operations carried out.

From any device connected to the software, service appointments can be assigned and managed, work orders can be closed, and materials used and service reports can be tracked. Real-time monitoring also allows a problem to be identified immediately when it occurs; for example, an appointment that cannot be attended to in time by the corresponding technician. Dispatchers can then locate the nearest technicians from a single screen and assign the appointment to the one who is available at that time.

6- Allows you to integrate work orders with contacts, accounts and more.

Generated work orders can be automatically integrated with accounts, assets, cases, contacts and service contracts, so orders can be easily tracked and valuable data can be analyzed.

7- Create a connected user experience.

It allows technicians and dispatchers to be in direct contact with the customer through multiple channels and at all times. They can even proactively contact them to schedule an appointment and deal with any issues they may not even know they have or are about to have. Meanwhile, the service agent already has all their data and knows which technician is most qualified to assist them and the best time to do so. In addition, it provides notifications to the customer if delays occur, when something unexpected happens, and upon completion of the work, so they can proceed with payment.

8- Easy customization according to your company's needs.

Your company will surely have its own particularities, its own approach and needs. This software allows you to configure and customize the basic functionalities so that it best suits your demands.

9- Generation of reports and data analysis.

You will be able to visualize field service activity through photos, graphics, and a dashboard. At the same time, having this tool guarantees the collection of customer data, services provided, work orders, etc. Data that you can process, analyze, and define strategies based on. In addition, it will help you make decisions, which will represent a competitive advantage.

10- Ensure an excellent customer experience.

Salesforce Field Service brings together its field service teams, contractors, and customers on the #1 CRM platform to deliver critical services that generate excellent customer experiences. This is achieved by meeting indicators such as response time after contact, problem resolution from the first contact, and proactive and personalized attention.